Complaints Procedure
Complaints Procedure for Kentish Town Movers
Kentish Town Movers is committed to providing a professional, reliable removals service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise concerns about our moving or related services and how we will respond to and resolve those concerns in a fair and transparent way.
Our commitment to resolving complaints
We take all complaints seriously and aim to resolve them promptly. Our goals are to understand what went wrong, put things right where possible, and use feedback to improve our local and regional removals services. You will be treated with courtesy and respect throughout the process, and your complaint will not affect any ongoing or future service you receive from us.
What this procedure covers
This procedure covers complaints about the services provided by Kentish Town Movers, including but not limited to:
Pre-move surveys and quotations
House and flat removals
Packing and unpacking services
Loading, transport, and unloading of goods
Storage services and related handling
Customer service before, during, or after your move
It does not cover general enquiries, requests for quotes, or routine service amendments, which should be dealt with through our usual customer service channels.
Raising a complaint
You should raise your complaint as soon as possible after the issue occurs so that we can investigate while details are still clear. Please provide as much information as you can, including the date of your move, your full name, your moving addresses, and a clear description of the problem.
You can submit a complaint in writing or verbally. If you make a complaint by phone or in person, we may ask you to confirm key details in writing so that we have a clear record of your concerns.
Information to include
To help us investigate and respond efficiently, please include the following where applicable:
Your full name and any reference number provided for your move
The date of your move or scheduled service
The addresses involved in the move
A clear description of what happened and why you are dissatisfied
Details of any damage, loss, delays, or service issues
Names or descriptions of any staff members involved, if known
Any evidence you wish to share, for example, photographs of damage or written notes
What outcome you are seeking, for example, an explanation, an apology, or a review of charges
How we handle your complaint
Once we receive your complaint, we will follow a structured process to ensure it is handled consistently and fairly.
1. Acknowledgement
We will acknowledge your complaint within a reasonable timeframe. At this stage, we may ask for any further information needed to understand the issue fully, such as additional photos, documentation, or clarification of events.
2. Investigation
Your complaint will be reviewed by an appropriate member of our team who was not directly responsible for the issue you have raised, where possible. The investigation may include:
Reviewing your booking details and service records
Speaking with the members of staff involved
Reviewing any photographs or evidence you have provided
Inspecting any relevant notes made at the time of your move
3. Response and outcome
Once the investigation is complete, we will explain our findings and any action we propose to take. This may include:
An explanation of what happened and why
A sincere apology where we have fallen short
Corrective action, for example, addressing training or procedural issues
Where appropriate, discussion of any compensation or remedial work in line with our terms and conditions
We will aim to provide a clear and written response so that you have a record of our decision.
Timeframes
Our aim is to resolve complaints as quickly as is reasonably possible, bearing in mind the need to carry out a thorough investigation. Timeframes may vary depending on the complexity of the issue and the availability of information. If there is likely to be a delay, we will keep you informed and let you know when you can expect an update.
Escalating your complaint
If you are not satisfied with the initial response, you may request that your complaint is reviewed at a higher level within Kentish Town Movers. When asking for an escalation, please explain why you remain dissatisfied and what further outcome you are seeking. A more senior member of our team will then review the handling and outcome of your complaint and provide a further response.
Claims relating to damage or loss
If your complaint involves alleged damage to property or loss of items during a move or while in storage, it is important that you notify us as soon as reasonably practicable after becoming aware of the issue. We may ask for supporting evidence such as photographs, purchase details, or repair estimates. All such claims will be considered in line with our contract terms, liability limits, and any applicable insurance arrangements.
Confidentiality and data protection
All complaints will be handled in confidence. Information will only be shared within Kentish Town Movers with those who need it to investigate and resolve your complaint, or where disclosure is required by law. Any personal information you provide will be processed in line with our data protection practices.
Using feedback to improve our services
We view every complaint as an opportunity to improve the way we manage moves and related services. Where a complaint highlights a recurring issue, we may introduce additional staff training, refine our procedures, or make changes to our communication processes. Our aim is to provide a consistently reliable removals service and to learn from any occasion where we do not meet that standard.
Further help
If you are unsure whether your concern falls within this Complaints Procedure, or if you need assistance in setting out your complaint, please contact our customer service team, who will be happy to explain the process and help you raise your concerns clearly.
This Complaints Procedure is intended to give you confidence that any issues you experience with Kentish Town Movers will be taken seriously and addressed in a professional and timely manner.
